Company Profile brochure

Client Service Team Structure

A critical element to our professional services delivery capability is our underlying Client Service Team (CST) structure.  The Info Tech CST structure consists of a client management layer between the directors and technical resource team; as represented by the formal roles of Project Manager and Lead Consultant. 

The table below demonstrates how we resource a client project and ensure that our clients benefit from the complete skills and experience of our professional services team. 

Project Manager
A project manager (PM) is assigned to the CST to assist the lead consultant in managing their client projects.  Apart from standard project management expertise and responsibilities, a simple delineation is that a project manager assists all lead consultants across all of their projects. 

The project manager communicates regularly to nominated client staff on the status of all (of their) projects and would normally liaise directly with the lead or primary consultant as necessary to determine this information. The project manager understands the skills and responsibilities of all Info Tech professional resources, but will take guidance on their appropriateness to individual clients and projects from the lead consultant (or director if applicable).

Lead Consultant
The over-arching goal of a lead consultant is to ensure that Info Tech fully understands the core business requirements of our business partners.  As an example, the lead consultant takes responsibility for:

• the ongoing satisfaction of the client
• understanding the client’s business and the impact of all elements of IT on that underlying business
• understanding the client’s organisational structure
• knowing the current status of all projects currently being undertaken and the the current status of all support cases logged and / or outstanding
• working with the project manager to enable the timely delivery of project management updates to relevant client staff
• ensuring the fulfillment of Info Tech’s obligations under the chosen support agreement
• supervising technical resources applied to projects and support requests.

Primary Consultant: Infrastructure
The primary infrastructure consultant must:

• demonstrate a strong understanding of the client IT & C infrastructure
• prepare and maintain the network diagram and related systems documentation
• be responsible for the installation of the business application software including:

  -           performing a business interruption and risk assessment
  -           preparing detailed installation and server build documentation
  -           testing of system operation post installation

• be responsible for disaster recovery planning.

Primary Consultant: Development
The role of the development consultant is to assist in the design and development of customized system functionality incorporating:

• Analysis and documentation of client objectives and requirements
• Prepare technical specifications and functional designs for all change requests (as appropriate)
• Documentation of all program code; including detailed internal annotation

Primary Consultant: Business Applications
The role of the business applications consultant is to ensure the efficient and effective implementation, configuration and ongoing support of any business application deployment.

Primary Consultant: Business Intelligence
The role of the Business Intelligence consultant is in the design and development of data warehouse solutions incorporating:

• Analysis and documentation of client reporting objectives and requirements
• Documentation of data warehouse design and build scripts; including detailed internal program annotation.
  

Sales and Technical Presales
The mission of the Sales and Technical Presales service team is to develop the most appropriate and commercially viable solutions to our current and prospective business partners.
Critical in this process is access to a comprehensive suite of information technology products and services incorporating:

• Business Applications
• Client Infrastructure
• Managed Services and Data centre Hosting

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